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Customer Service Loan

Thousand Oaks, CA
March 08, 2019

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Cell: 805-***-****


In the interest of exploring an employment opportunity in the Compliance Analyst, Loss Mitigation Specialist, Loan Processor, Underwriting, Loan Funding, Loan Servicing, Risk Management Analyst, or any other position within the Mortgage or Banking field

Mortgage Loan Servicing Specialist with expertise in:

Compliance Audit

FHA Audit

VA Audit

MI Audit

Reg Z and Reg X Audit


Loss Mitigation



Supported loans with implementation of new TRID requirements

Regulation X, which implements RESPA, and Regulation Z, which implements TILA and includes the Mortgage Disclosure Improvement Act (MDIA), remain in place, as modified by the TRID rules

True knowledge of loan documentation

Review 10% Tolerance for loan

Analyzed and assisted to prepare loan reviews on VA Origination, FHA, MI, Prohibit Lender Fees, Finance Charges, QM Points, and NMLS

Review Conventional Loans, FHA Loans, VA Loans, Primary Residence, Second Home, and Construction- Only Loans

Clear Loan Condition and set up Loan Purchases

Work with LOS (Loan Operations System), Encompass (Loan Origination System), Doctvelocity, and Portal



Analyzed financial data and assisted to prepare complex Repurchase and Makewhole contracts which resulted in identifying $2.5m in breached loans

Review requests (Loan Modifications, Pre-foreclosure Sales, Deeds-in-lieu of Foreclosure, Repayment Plans and Pre-claim advances) to ensure customers are adhering to Bank of America loss mitigation policies and procedures to minimize Company losses

Analyst responsible for ensuring corporate, regulatory, investor and insurer compliance was maintained and loss mitigation guidelines were followed for assigned FHLMC, FNMA, FHA, VA and Private Investor loans

Acquired an in-depth knowledge of FHA, VA, FHLMC, FNMA and private investor loss mitigation policies and procedures

Quality Control for completion of Legal Projects and requesting investor figures. Provide support to Loss Mitigation Analysts, legal and repurchase teams by preparing conflicts loss statements, settlement agreements and assist with servicing research which are essential tools for negotiation resolutions with our clients

Ordered valuations either BPOs or Appraisals used to determine both actual and estimated losses

Conducted loan level research to determine the type of loan, the status and course of action while mitigating loss for the company

Act as a liaison between Loss Mitigation Specialists and Loss Mitigation Analysts in diagnosing and resolving problems with calculated losses in the absence of management

Performed detailed financial analyses for 300 loans monthly including income calculations and credit and collateral reviews; analyzed financial statements, appraisals, and title reports

Coordinate with various internal and external business partners to obtain accurate and timely data/research to assist in the review and appeal of various repurchase claims

Focus on Compliance, Improved Performance, Productivity and Profitability

Strong Knowledge of Mortgage Documents

Extensive Experience Uploading Mortgage Documents into a Property System for Analysis

Proactive Problem Solver and Working with Minimal Supervision

Ability to work independently and with a team

Self-motivated individual with proven ability to work under pressure BANK OF AMERICA, CALABASAS HILLS, CA



Supported business controls that validate the company’s general implementation of new TILA and RESPA requirements

Completed 200 loans monthly testing for TILA, RESPA, Federal, State regulatory controls

Analyzed loan charges/fees to determine how to cure loan deficiencies

Auditing Loans for HMDA Law Compliance

GFE to HUD chronology audit

Post funding GFE calculator tool

Target Audits for Truth-in-Lending requirements and Good Faith estimate chronology testing

Maintain, Manage, Monitor and verify GFE fees for compliance

Analyze data and validate findings and perform root cause analysis as needed to resolve any issues found

Review and balance settlements HUD 1, Fico Score, Appraisals, Surveys, Title policy to ensure all files meet FHA and VA guidelines

Validating audit findings when needed

Complete financial calculations and apply results to several systems

Audited loan files for compliance with Federal and state laws and regulations (Reg Z)

Responsible for cleaning day-to-day conditions and issuing change to the terms on previously approved loans

Strong knowledge of mortgage documents (Deed of Trust, Note, Notice of Cancel, Title Policy, Warranty Deeds, Break in chain of Title, Title issues or defects, reading legal descriptions)

Confirm that all required processes and procedures were followed: system of record notated documentation available and imaged

Working with settlement agents to explain regulatory findings and obtain curative documentation when applicable

Entered audit findings into computerized audit systems and prepared reports of the audit findings

Performed post-funding loan audits to determine level of compliance with investor guidelines, company policies, and state and federal regulations

Use various system applications to research documentation to complete reviews such as Landsafe, AS400, iPorpal, DIDO, Statusmart, Claim, Helio, Adobe Acrobat Software and performs the final reconciliation of loan counts for all loans to the EMERS (the mortgage electronic registration) system PAYCO COMPANY, WESTLAKE VILLAGE, CA 1998-2000


Responsible for the follow-up performed on self pay accounts to ensure payment with delay is received or the account is converted to another financial payer.

Communicated clearly and efficiently by phone with our clients and staff members.

Maintains productivity standards and reports.

Forwards updated information to responsible staff members for computer changes.

Document complete information in the appropriate notes system for all accounts and followed up on.

Provide statement or billing information as requested.

Schedule payment plans within department guidelines.

Submit adjustments request with appropriate documentation.

Submit refunds request with appropriate documentation.

Utilizes credit balance report to identify and resolve open items.

Reporting and System processing.

Ensure proper escalation of identified issues to department management. FIRST BANK OF THE OAKS, THOUSAND OAKS, CA 1990-1997 ASSISTANT, SUPERVISOR CUSTOMER SERVICE DEPT.

Provides the highest level of service to internal customers, co-workers and members.

Assists them with financial transactions efficiently, accurately, and in a timely manner including servicing accounts, closing accounts, completing related documentation, deposits, withdrawals, transfers, sale or processing of negotiable instruments, etc.

Supports the achievement of branch sales goals.

Performs all operational activities in compliance with applicable laws, regulations and bank policies and procedures.

Listening, communication skills and customer service skills. EDUCATION

Bachelor of Arts, Economics - Missouri University, Columbia, MO TECHNICAL SKILLS

Word processing softwares (MS Word)


E-mail software (Outlook)

10-key by touch

Other skills: Landsafe, AS400, iPorpal, DIDO, Statusmart, Claim, Helio, Adobe Acrobat Software, and performs the final reconciliation of loan counts for all loans to the MERS System

Fluent in speaking and writing Persian/Farsi

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